Please use this identifier to cite or link to this item: https://hdl.handle.net/10419/323526 
Year of Publication: 
2025
Citation: 
[Journal:] Service Business [ISSN:] 1862-8508 [Volume:] 19 [Issue:] 2 [Article No.:] 15 [Publisher:] Springer [Place:] Berlin, Heidelberg [Year:] 2025
Publisher: 
Springer, Berlin, Heidelberg
Abstract: 
COVID-19 induced significant changes for flight attendants, including reduced onboard service and face mask mandates. This study examined the impact of these changes on flight attendants’ emotional labor and the consequences of emotional labor on well-being. Comparing 206 propensity score-matched participants surveyed before and 206 surveyed during COVID-19, results revealed increased negative emotion requirements and greater use of surface and deep acting during COVID-19. While the negative impact of several emotional labor aspects and especially negative emotion requirements was more pronounced, only sensitivity requirements were less straining, and surface acting was less detrimental to job satisfaction compared to pre-COVID-19.
Subjects: 
Emotion work
Emotional labor
Emotional labor requirements
COVID-19
Comparative study
Persistent Identifier of the first edition: 
Creative Commons License: 
cc-by Logo
Document Type: 
Article
Document Version: 
Published Version

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